Citizen Relationship Information Systems


Citizen Relationship Management

(CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing,customer service, and technical support.

Citizen relationship management is a growing effort at all levels of government to respond quickly, succinctly and accurately to citizen requests or inquiries for answers to questions and general information about policies, practices, and procedures.


E-government (short for electronic government, also known as e-gov, Internet government, digital government, online government, or connected government) consists of the digital interactions between a citizen and their government (C2G), between governments and government agencies (G2G), between government and citizens (G2C), between government and employees (G2E), and between government and businesses/commerce (G2B).


Relationship management is a customer-oriented feature with service response based on customer
input, one-to-one solutions to customers’ requirements, direct online communications with customer
and customer service centers that help customers solve their issues.

Sales force automation. This function can implement sales promotion analysis,automate tracking
of a client’s account history for repeated sales or future sales, and also coordinate sales, marketing,
call centers, and retail outlets in order to realize the salesforce automation.


Use of technology. This feature is about following the technology trends and skills of value delivering using technology to make “up-to-the-second” customer data available. It applies data warehouse technology in order toaggregate transaction information, to merge the information with CRM products, and to provide KPI (key performance indicators).

Opportunity management. This feature helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections.

CRM in developing and maintaining client relationships.

Increasingly CRM is expanding outside of the core sales and marketing areas and systems are available that incorporate support and finance data also into the CRM view that a user gets, enabling a wider holistic view of a customer from one screen for a user.

Customer relationship management systems track and measure marketing campaigns over multiple networks. These systems can track customer analysis by customer clicks and sales.


CRM can automate more than service requests

Technology can play a significant role in managing all of an organization’s activities, relationships and contacts concerning a major issue, such as transportation. A CRM system can help manage key elements from strategic planning and the resulting decisions to paring down a list of all elected officials within a jurisdiction to an ad hoc group of only those with transportation expertise

CRM helps manage relationships

Nowadays, relationships are one of the most valuable resources to help cities and counties better fulfill their missions. Using CRM, interactions between government agencies and those on whom they depend internally and externally can be more efficient, effective and timely

CRM helps preserve institutional memory

The real power of technology-enhanced relationship management lies in its ability to track all of a public sector organization’s contacts, relationships and interactions. Knowing what happened, when it happened, and the issues associated with each event or action helps determine what should happen next, and the next steps the organization should take.



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